Leveraging Twitter to Connect with Customers
“Twitter is definitely underutilized for businesses, as customer support… it’s more conversational and less intimidating.”
Matt: I would say with Twitter it’s definitely more, like you said, short form. It’s more conversational. You want to not be clickbait-ey and things like that, but you want to grab attention because, to be honest, a lot of people aren’t on Twitter for business reasons. They’re on there for entertainment, to follow sports teams, athletes, celebrities, things like that.
Ryan: I feel like Twitter is definitely underutilized for businesses, as customer support. Especially with us being a younger generation, being able to just go onto Twitter and have a conversation with the company if there is any type of complaint or type of communication that we want to have directly with the company, instead of doing a direct support line, I think is amazing.
It’s amazing that we’re able to just hop onto a social media network and there’s someone designated to do that. It’s a super slept-on thing in the business world.
Matt: Yeah – it’s way more conversational! It’s definitely less intimidating for younger generations than a company that had their customer support on LinkedIn, for example; which I don’t think anybody does. LinkedIn is a little bit more intimidating. Facebook, you know, not a lot of younger people want to go on Facebook these days. So Twitter is definitely easier to have a conversation and, like you said, those support things are so much better than sitting in a chat room and waiting, where you’re talking to a robot for five minutes and then they connect you to somebody else. It’s just easier to have a conversation.